Service Delivery Director - Cloud & Infra

Cognizant is looking for a Service Delivery Director - Cloud & Infra to lead one of its flagship managed services engagements to drive end-to-end service excellence and transformation at scale. This role will serve as the single point of accountability for multi-tower delivery, overseeing field services, transformation initiatives, and offshore operations across geographies. The ideal candidate will bring strong leadership in P&L management, AI-led service innovation, and digital workplace transformation while enabling business growth and operational continuity., * Own end-to-end accountability for the Services program across all towers, ensuring delivery of contractual commitments, SLAs, and strategic outcomes

• Act as the primary executive interface, leading client governance forums, executive reviews, and steering committees

• Lead and govern delivery across multiple service towers including Field Services, Transition, Transformation, Command Center, Offshore Delivery, and Airport Signatory operations

• Establish integrated delivery governance frameworks, including escalation management, risk mitigation, and cross-tower coordination

• Drive End User Transformation initiatives including workplace modernization, device lifecycle management, and AI-led service improvements

• Introduce AI-driven solutions such as predictive maintenance, intelligent incident management, virtual agents, and analytics-led operations

• Own full P&L responsibility for a large-scale engagement, driving revenue protection, margin expansion, and operational efficiency

• Partner with commercial teams to identify growth opportunities, manage contracts, and deliver additional revenue streams

• Identify and lead new business development opportunities, expanding wallet share across client portfolios

• Build and mentor a high-performing, globally distributed delivery organisation, ensuring strong leadership pipeline and talent retention

• Manage complex stakeholder environments across client and internal leadership, influencing strategic decisions and resolving escalations

• Drive continuous improvement in service quality, customer satisfaction, and delivery performance metrics

• Lead transformation programmes aligned with client digital ambitions and operational priorities

• 20+ years of experience in IT managed Services delivery leadership with accountability for large-scale, multi-geography Cloud & Infrastructure programmes.

• Strong technical knowledge across endpoint infrastructure, ITSM platforms, digital workplace technologies, and automation tools

• Proven expertise in leading end-to-end managed services including End User Computing (EUC), field services, and workplace transformation

• Strong experience in P&L ownership, margin management, and commercial delivery in large outsourcing engagements

• Hands-on experience deploying AI and automation in managed services (predictive operations, intelligent ticketing, virtual agents, analytics-driven delivery)

• Deep understanding of multi-tower delivery models including governance, SLA management, and operational frameworks

• Demonstrated ability to influence senior stakeholders and operate effectively at CXO/VP level

• Excellent leadership skills with experience managing large global teams and driving organisational capability development

• Strong problem-solving, decision-making, and stakeholder management capabilities in complex environments

Preferred Qualifications/Skills:

• Prior experience in airline, aviation, or critical infrastructure domains

• Certifications such as ITIL Expert, PMP, or equivalent credentials

• Strong understanding of airport systems, airline IT operations, and safety-critical environments